Name: Runrug
Address: 84a Freeman Street, Grimsby, North Lincolnshire
Rating: 4.75

“Not what I expected rug was darker than shown and is manufactured carpet not woven,ends are constantly curling up causing a trip hazard. Will stick with another retailer we used previously.”

Helpful Report

Posted 7 months ago

Hi Jack, Thank you for taking the time to leave us a review. We are very sorry to hear that the rug was not what you expected! We do understand that the colours can look different when looking at a screen, compared to when the product is in your hands. Unfortunately it's very difficult to show/tell somebody the 'exact colour' as many people will see colour differently. We do explain in the product description that this specific product is a "needle-punch rug that can stand up to very heavy wear and tear. This style of cleverly woven construction is usually saved for offices, schools and airports as it requires very little upkeep and maintenance. However, it can be used in domestic locations as well as it is great for homes with pets". Due to how this rug is manufactured, it can take a bit of time to settle flat and acclimatise. More than anything, we only ever want our customers to be happy with their purchase! Therefore, if you would like to return it to us, please contact us directly and we'll be happy to support. help@runrug.com Thank you.

Posted 7 months ago

“it is OK but not as good as expected for price”

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Posted 7 months ago

Hello, Thank you for taking the time to leave us a review. We're very sorry it wasn't as you expected, the product you've purchased is infact one of our best sellers! However, we do understand that our customers will have different tastes. Please don't hesitate to contact us directly and we'll gladly arrange a return for refund or exchange. help@runrug.com Thank you.

Posted 7 months ago

“Different color than I wanted”

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Posted 8 months ago

Hi Jamie, Thank you for taking the time to leave us a review. We're very sorry if the colour wasn't right for you. Please don't feel as though you cannot reach out to us, we're always here to help and support, if you would like to discuss your order. We operate a 30 day free returns policy on most of our products as well. Please reach out to us directly and one of our team will be more than happy to help. help@runrug.com Thank you.

Posted 8 months ago

“I ordered th Rama Graphite hallway runner with the Rama Graphite stair runner. The two together in my entryway look great! We had the stair runner professionally installed and he was not impressed. The backing or padding on both carpets is so light it is practically non-existant. My installer said this carpet is junk. I hope it will last a few years for the price I paid. My order was held up due to both carpets not being ready. Initially, no one contacted me, I had to call them to find this out. The phone number I called was from the UK, the customer service lady was listening to loud music and I had to ask her to turn in down. (very unprofessional). I was then given a date range of when I could expect the carpets to arrive. They followed up with an email stating the same timeframe (around the middle of the month). What concerns me is that my credit card was immedially charged. - not a USA practice. I was concerned that I may have been scammed. But about 1 month after I ordered the carpets arrived around the middle of the next month as the email stating. I will not order from this company again.”

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Posted 10 months ago

“Sorry to say, I am disappointed with my order. The runner I received was simply cut from a larger piece. It had no edge binding, whatever. Furthermore. While being advertized as being dark grey, the runner was, in fact, quite black.”

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Posted 10 months ago

“I have yet to receive my order. As of this am my package is still in Cincinnati OH, USA. I live in central Canada. Your tracking states my parcel is expected to be delivered by end of day and that is extremely doubtful.”

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Posted 11 months ago

Hi Joanne, Thank you for taking the time to leave us a review. I have actually reached out to you directly, in response to your email. We are aware that the delivery is late, and we are working closely with DHL to assist in the successful delivery of your order. We will continue to monitor the tracking information provided by DHL to ensure the shipment arrives to you as promptly and as safely as possible. I have outlined the reason for the slight delay, in my email response. If you have any questions or you would like to discuss this further, please feel free to respond to the email or you can call us. Thank you.

Posted 11 months ago

“Disappointed with the rug as the ends are not finished and are causing guests to trip!! Not a quality product!”

Helpful Report

Posted 11 months ago

Hi Anwen, Thank you for leaving us a review. I can see you have purchased our 'Leyla Black'. This is an extremely durable and heavy-duty, commercial grade carpet runner, and the edges are not supposed to be finished. (This is not the style of rug that has finished edges). Due to the weight and the design of this product, this certainly also should not be causing anybody to trip up. Could I ask where the runner has been placed and also what type of flooring has it been laid on top of? We believe this product is very clearly represented on our website and the images do show what the product looks like. Please could you reach out to us directly to discuss this, we'll be more than happy to advise and support you where necessary. help@runrug.com Thank you.

Posted 11 months ago

“Hi very pleased with the delivery of order NoUK240027 on laying, noticed down one side part of runner was not laying flat left it a few days hoping it would correct itself but as of today 31-3-24 it has not would be interested in your thoughts regards N F Willis”

Helpful Report

Posted 11 months ago

Hi Norman, Thank you for leaving us a review. More often than not our carpet runners will lay completely flat on the floor, however, on the odd occasion we do experience some products which are less likely to "play ball" and they need some encouragement to stay flat. Please try rolling your carpet runner the opposite way! - Sometimes our products become cold and rigged during transport which can result in the edges turning slightly upwards. If this is the case we'd suggest rolling your carpet runner the opposite way, backing side in, which will encourage the corners/edges to turn downwards, instead of upwards! Generally, the rug will settle and acclimatise on its own, given some time. Please don't hesitate to reach out to us directly, if you need any further assistance. Thank you.

Posted 11 months ago

“Expensive low quality nylon runner arrived faulty , Runrug only prepared to offer tiny discount for the fault, returned.”

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Posted 11 months ago

Hi Glyn, Thank you for leaving us a review. After having a look into the issue we faced with this order, I can see that there was just a small, loose piece of binding thread. I do apologise for this, we certainly should have made sure that the binding was up to standard before sending this out to you. My colleague did say to you, that this could have been very easily repaired/rectified. I can see that we have also given instructions for this and we even offered to do this for you, if necessary. Unfortunately at this time, we felt that this did not warrant the amount of discount that you were asking for. However, we were still more than happy to try and work with you, with regards to finding a suitable resolution. Of course, you have just opted to simply return the rug to us for a full refund and that is absolutely fine. We are very sorry that we could not reach an agreement on this occasion. Thank you.

Posted 11 months ago

“It is not fit for purpose and will not lay flat. I was led to believe it would be ok on a carpet. Definitely not. Lot of bulges. Unsightly & hazardous. Waste of money.”

Helpful Report

Posted 11 months ago

Hello, I am very sorry to hear you are unhappy with your purchase. The Aztec range can take a bit of time to lay flat and acclimatise due to the material used and the fact that it has to be rolled up tightly to be transported. As stated within the product description it is also anti slip on carpet but the effectiveness depends on the thickness of the carpet it is sat on. The thicker the carpet, the less effective it will be. If you would like to contact us directly, we'll be more than happy to work with you on finding you something more suited to your needs. help@runrug.com Thank you.

Posted 11 months ago

“It is very light and does not feel like a quality product. Yet to see the durability”

Helpful Report

Posted 1 year ago

Hi Sanath, Thank you for taking the time to leave us a review. However, I am very sorry to hear that you are unhappy with your purchase. We do however, believe that the product description we give on our website, is very accurate and clear. The texture of this carpet is fairly coarse, it has a firm feel and offers little comfort. This product is not made to be luxurious, it is made to be durable and practical. This style of rug will last you for many years, it is pretty much indestructible. If this product is not what you were looking for, we have many other different ranges to choose from! Please do contact us directly if you would like to arrange an exchange? We'd be more than happy to help. Thank you.

Posted 1 year ago

“Unfortunately my order has been delayed due to stock and quality issues. Communication was good regarding my order”

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Posted 1 year ago

Hi Ray, Thank you for taking the time to leave us a review. We are very sorry that we had to ask you to wait for our next delivery of stock. Unfortunately a fault was found in the remaining stock that we had available and we take our quality care checks very seriously. We would never want to send out a product which was faulty. I hope you can understand. The moment the new stock arrives, we will be prioritising your order. Thank you.

Posted 1 year ago

“I ordered a runner and it was due beginning of January. It never came and no-one contacted me. When I rang I was told it would be the beginning of February and I would be informed when due. It never came and no-one contacted me. It finally arrived end of February. When I opened the package there was a dreadful smell of hydrogen sulphide. I like the runner but not the service!”

Helpful Report

Posted 1 year ago

Hi Edward, Thank you for taking the time to leave us a review. I am very sorry to hear that we hadn't been in touch to keep you updated on the delays with our supplier. This is most unusual and I will need to look into why this happened. We're normally very vigilant with our customers and keeping them up to date, therefore, I am sorry this was not the case, this time. I am also very surprised to hear that the rug had a horrible smell to it. This is the first time that I've heard this, but I will be sure to relay your comments to the manufacturer. If we can help with anything further, please don't hesitate to reach out to us directly. Thank you. help@runrug.com

Posted 1 year ago

“I haven’t received it yet.”

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Posted 1 year ago

Hi Tina, Thank you for leaving us a review. I am very sorry to hear that there has been a delay with your delivery. I can see that the estimated delivery date was February 26th. After looking into this for you now, I can see that the delivery was sucessfully completed yesterday (Feb 27th) at 11:57am. I do apologise for the slight delay and I hope you like your rugs! If we can help with anything further, please don't hesitate to reach out to us. Thank you.

Posted 1 year ago

“Service was fine. The rug itself was not what I expected, very hard to walk on in bare feet. I was hoping for something softer, a little more plush.”

Helpful Report

Posted 1 year ago

Hi Thomas, Thank you for taking the time to leave us a review. I can see that you've purchased one from the Aztec range, this product is described on our website to have a fairly coarse feel to it, it has a firm feel and offers little comfort. This product is not made to be luxurious, it is made to be very durable and practical. We do have lots of different ranges to choose from! We'd be happy for you to contact us directly and we'll be more than happy to arrange an exchange for you. You can speak to one of our customer care representatives by sending an email to: help@runrug.com. Thank you.

Posted 1 year ago

“I ordered three items One of the items was the wrong size I’m still waiting for a replacement”

Helpful Report

Posted 1 year ago

Hi Jim, Thank you for leaving us a review. I am very sorry to hear that we made a mistake when preparing your order. I can see that we have been in contact with you and we have sent out the correct width replacement for you. I am however, sorry to advise that the parcel has been delayed due to being missorted to the incorrect depot. Evri are aiming to get this parcel back on track to you, as soon as possible. We will continue to monitor this for you to ensure that it reaches you, as soon as possible. Please don't hesitate to reach out to us, if you have any questions or concerns. Thank you. Runrug.

Posted 1 year ago

“Still haven’t got it”

Helpful Report

Posted 1 year ago

Hi Cindy, Thank you for bringing this to our attention, and we sincerely apologise for the inconvenience you've experienced. Upon reviewing your order, we can confirm that your rug was dispatched from our warehouse on February 2nd. However, it appears that there are no active scans on the tracking information, which is certainly concerning. We understand how frustrating it can be not to receive your order as expected, and we're committed to resolving this issue promptly. We will immediately initiate an investigation with the courier to determine the whereabouts of your rug and address any potential delivery issues. In the meantime, to ensure your satisfaction and convenience, we will be resending your order to you. Once again, we apologise for the inconvenience this has caused, and we appreciate your patience and understanding as we work to resolve this for you. Thank you, Runrug.com

Posted 1 year ago

“its taking forever my sample rug”

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Posted 1 year ago

Hi Pat, Thank you for leaving us a review. I am very sorry to hear your sample hasn't arrived yet! If you'd have contacted us, we could have looked into this for you. I have now looked at this and it appears that there is a delay, due to a problem with the delivery address on the label. It might have been accidently damaged, perhaps. I have given the courier your full delivery address again and I am now waiting for an update with regards to the delivery. I will personally monitor this for you to ensure that you receive it, as soon as possible. We are very sorry for the inconvenience that this has caused you. Thank you. help@runrug.com

Posted 1 year ago

“The look of the stair rods is lovely and they were very easy to fit. They were unfortunately very badly packaged indeed, resulting in the longer rods being slightly bent. In situ, and clamped in place by the brackets they look ok. Delivery took longer than average and was not on the date specified with no communication.”

Helpful Report

Posted 1 year ago

Hi Veronica, Thank you for taking the time to leave us a review. We're pleased to hear you're happy with the look of your new stair rods! We sincerely apologise for the inconvenience caused by the stair rods arriving slightly bent. This is certainly not the standard of quality we aim to deliver. Your feedback is invaluable, and we will address this issue with our warehouse team and stair rod supplier for them to improve their packaging. I am also very sorry to hear that there was a slight delay with the delivery. I can see from looking at your order information that the delivery was scheduled to be on 'Jan 31st'. However, the courier delivered it the next day. (Feb 1st). The courier certainly should have contacted you regarding the late delivery, I am very sorry if they did not. If you would like to speak to a member of our team, please feel free to reach out to us directly. We're always happy to help. Thank you!

Posted 1 year ago

“The rug has in a 1 square ft. section what appears as dirty or a grease spot. It is not that but instead a flaw in the pattern. Throughout the rug there are small white or cream colored tufts. This 1 square ft. section is devoid of the light colored tufts and that causes the flawed appearance. I am thinking of returning for an exchange but fear I will get more of the same, perhaps worse.”

Helpful Report

Posted 1 year ago

Hi Russ, Thank you for taking the time to leave us a review. I am very sorry to hear that you believe it is not as advertised. When purchasing items online, it's important to consider that the colours you see on your screen may not be exactly the same as the colours of the item. There are many factors to consider with this. For example, the quality of the screen and the colour settings on your device can affect how colours are displayed. Also, the lighting in the room can also be quite misleading. Therefore, it's important to keep these factors in mind, when making online purchases. If you would like to reach out to us directly with some images, we'll be more than happy to look into this for you. We'll also be more than happy to have any replacement thoroughly checked for you, before it is dispatched. help@runrug.com Thank you.

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Runrug Reviews